Charging Diagnostic Fee when the device is found to be perfectly fine.

[Soro]

I run a drone repair business. We don't charge a diagnostic fee to see what is wrong with their drone. The diagnostic fee is applied to the final price. 97% of the time something is wrong from the crash and we quote them a price to fix it and most of the time they go through with it.

The client and we don't know if the drone suffered any damaged after the crash. Sometimes though we will do a diagnostic on a drone and find that it is perfectly fine after a crash.

Should we charge for a diagnostic on a perfectly good drone?

 

[Atomrepair]

I wouldn't, or at least not until you're wasting a more bothersome portion of your time doing these no-repair diagnostics. I think people are more likely to view your business in a positive light if they're not paying for what feels to them as nothing. Great service! As long as you have a way out of this free diagnostic for those special customers who keeping ending up as timesinks. My diagnostic fee comes with 'unless otherwise and beforehand agreed upon'.

 

[Soro]

Good advice! Ended up not charging the client for the diagnostic and then we were talking about him bringing in a Macbook with circuit board damage. If it works out that would make it our first circuit board repair for a Macbook!

 

[Aldizi]

I know louis has a no fix no fee model. I'm beginning to have a difference of opinion when it comes to this. I believe every device that enters a shop requires a diagnostic fee associated with it. Even if the device is fine. My staff is trained to take in diagnostic fees and apply as credit towards the repair if they do the work with us. When you receive that drone I'm sure you don't just stare at it and say its fine. I'm sure you put it through your diagnostic process to ensure everything is fine. Then you explain to your customer everything you did to ensure everything is fine. The customer if they are a good one will still be happy and give you the MacBook to repair. Because you were clear about your policy and were honest and did not invent a problem as to get a repair out of him which is something a lot of shady repair shops do. Time is money especially in a repair shop environment. Free diagnostics are crappy ones maybe not when your starting but as time goes on and you hire employees etc... they'll start slacking on your diagnostic process because there is no incentive.

 

[larossmann]

One important part of this is differentiating estimates from diagnosis. I give a free estimate, not a free diagnosis.

If someone wants me to open something that is perfectly fine that is going to be a PITA, they're paying!

 

[Gurmon]

I go one step further and provide free Apple diagnostics to whoever. I even have a diagnostic point in our reception so any tom dick and harry can come in plug their Mac and walk away with a diagnostic checkup.

And yes, my direct competitors also come and use it. I'm totally cool with that, since they send me £££ of other work.

It all depends on your setup, your area and your skill set.